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Frontier Airlines Ends Human-to-Human Customer Service

Innovation Excellence

GUEST POST from Shep Hyken In a bold move to cut costs, Frontier Airlines announced that it would no longer offer human-to-human customer support. As a customer service expert, I was surprised at this move. I have waited to see the fallout, if any, and thought the company might backpedal and reinstate traditional phone support. […]

Company 98
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Strategy Uncertainty Map Template

Leapfrogging

Why a Strategy Uncertainty Map is Important Every business faces uncertainty in areas like market trends, competitive shifts, technological advancements, regulatory changes, and economic fluctuations. Which areas operations, competition, technology, or regulation are most vulnerable? How can we minimize potential negative effects?

Strategy 130
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Human-centred innovation in a digital world.

Paul Hobcraft

As we continue to respond to Covid-19, technology has the power to reduce the complexity often faced, speed up and contribute to solutions that help resolve pressing issues. We recognize that equally as important as the technology are the people using the technology. Applying human-centred innovation.

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You Might Need a Loyalty Program If…

Business and Tech

Look at the airline, hotel, rental car, and specialty retail industries. If your product or service is at high risk of being perceived as very similar to competitors, in addition to adding features or benefits that differentiate you, adding a loyalty program can give you an edge. Don’t buy it?

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Internal Branding Strategy – 3 Ways to Be Smarter than United Airlines

BrainZooming

The folks at Armada Corporate Intelligence offered an internal branding strategy take on the United Airlines woes, offering strategic thinking questions you can ask and answer to improve your brand’s resiliency and avoid brand crises. 3 Ways Your Internal Branding Strategy Can Be Smarter than United Airlines.

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How could SouthWest Airlines spend A Billion Dollars for IT Modernisation

Rmukesh Gupta

One of the biggest news story this last Christmas season was the cascading effect of flights being cancelled by Southwest Airlines. According to their SEC filing, they had to cancel more than 16700 flights over the holiday period in December, costing them an estimated $725million-$825 million.

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Understanding the Building Blocks of Hospitality

Business and Tech

The hospitality industry is facing rapid changes as technology advances and the modern consumer demands more. Connecting the operational knowledge with a particular interest area — such as finance, marketing, technology, or sales — will help build a strong career. Michigan State University’s Karthik Namasivayam offers advice.

Industry 130